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I had withdraw 3 months ago,but this time they ask me more person information ago? And I don't know howlong I still need to wait

Dear nishengjie520,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have received a successful withdrawal three months ago but this the last payment is delayed? Could you please specify how many days ago was your withdrawal requested and which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

they just said first Cashout already send out，it will be taking 2-8days.sencond cash out about $3000 nothing happened yet.

I gotta my first 6500 already just waiting other 3000

Perfect. Please keep me informed about your remaining withdrawal.

The max win on a bonuses of 200% or greater are limited to a maximum cash-out of 10x the deposit amount. Please find this term listed below per paragraph 12 of our Bonus Terms & Conditions:

"Bonuses of 200% or greater are limited to a maximum cash-out of 10x the deposit amount. For example, if a Player deposits €200, claims a 200% bonus and wins €4000, the maximum cash-out would be €2000."

they send me this ，only send me1000 dollar

Do I understand correctly that you have received $6,500 already and from the remaining amount of $3,000 only $1,000 has been approved? Have you accumulated your last winnings of $3,000 with or without an active bonus?

yes，I was deposit 100+400 bouns.i won 3000.they only send 1000also said that to me

I have checked the general bonus terms and conditions, and this is what I found https://slotjoint.com/en/?token=izpy77HLIeO6yyGKLOjSr2Nd7ZgqdRLk&user_id=483:

"Bonuses of 200% or greater are limited to a maximum cash-out of 10x the deposit amount. For example, if a Player deposits €200, claims a 200% bonus and wins €4000, the maximum cash-out would be €2000."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please confirm that you have received $1,000?

Thank you very much, nishengjie520, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear nishengjie520,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

no，last I won 3000.they only send me 1000.because

Bonuses of 200% or greater are limited to a maximum cash-out of 10x the deposit amount. For example, if a Player deposits €200, claims a 200% bonus and wins €4000, the maximum cash-out would be €2000."

They told me I only deposit 100 dollar

If you don't agree with the casino's statement, could you please forward your deposit/cashier history to petronela.k@casino.guru?

Dear nishengjie520,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.